They have clearly spent a lot of money on this hotel. The rooms are nice and modern, as is the pool. Hamam and gym immaculate. For the price you will not be disappointed with the facilities. The reason i have not given a 5 star rating is that the service was not quite right for a 5 star hotel. Since the hotel had a very low occupancy i felt that rather than offering free privileges and upgrades (which they could have at no extra cost to them), there was a slight desperation and attempt to squeeze as much money out of the few customers that were there. For example the lady at reception before showing us to our room we had booked, showed us to a large suite, and engaged us into a barter to upgrade. Since i didn't care about the room size i refused, however she insistently then offered us another room with a pool view (and twin beds!!), once again at an increased price. I found this slightly unprofessional, and more the kind of stuff that goes on in the souk in town, rather than at a 5 star hotel!! The bar man was pretty slow as well, and they spent most of the day pretending to tidy/ clean stuff that didn't require it. Given the occupancy once again i felt they could have been more attentive/ generous. That being said all the staff were nice when they weren't procrastinating, and breakfast/ food/ drinks in general were pretty good, and understandably expensive. They were also quite stingy with the hotel car and facilities. For example i asked if them on two occasions if we could use it (once for just a 10 minute drive to nikki beach, second time to the airport.) On both occasions i was refused which i felt was slightly unnecessary given i would have happily paid, and the car was there. They also charge to take out the push bikes, which is pretty sad!! Taking everything into account though, Mosaic palais aziza is a great retreat, and if they ironed out the niggles, which they could with a slight adjustment in management style it would be pretty much the perfect retreat for a long weekend in marrakech.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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We would like to thank you for having taken the time to write your candid opinion with regards to your recent experience at our property.
It is important to highlight that: at Mosaic Hotels, everything is centered around our “ Valued Guest” and we always strive to deliver attentive personalized service,
We take all guest comments and complaints on board, analyzing them and improving our processes as we judge those comments to be opportunities for us to improve.
After having personally looked at your comments and investigated it with the team, I am pleased to list hereunder the following :
The Mosaic Marrakech currently runs and publicizes a complimentary shuttle service to the city center twice daily upon prior reservations and at certain specific hours.
As a matter of fact our reception team is empowered to make exception, however they also take into consideration our limited resources of vehicles and drivers, we proceed be delivering our promise, by this we mean that we offer all services written with consistency, and only if we can we expand such a service.
Here, it is important to highlight that not all the Luxury Boutique Hotels in Marrakech’s Palmeraie offer a free shuttle to town, moreover increasing the frequency of the said and making it “a la carte” based on guest request, would mean that hotel would need more resources on standby, there is also the fact that offering more frequency or sort of on request vehicles when occupancy is low, would certainly cause us issue if and when the very same guest comes again during high season and we are obliged to refuse due to our limited resources, The said guest being a regular guest would simply not understand this non consistent service.
Hence we prefer be consistent all year round regardless seasonalities, this is perhaps a side of the situation that you might have not been aware of, let alone the costs and the investments needed to cater for an a la carte free shuttle service, especially in consideration of the reputation we are building in giving luxury yet with value for Money in comparison of the same level of service and hotel product.
With regards to the room allocation, it is a common practice in hospitality to (propose) an upgrade upon check in and this at a difference in rate, to justify not only the size of room or suite but also the various extra amenities in the said higher room category. At Mosaic Hotels we offer a Bar Set Up ( with 3 Bottles of Whisky, Vodka and Gin) in each Junior Suite, hence giving a free upgrade would be difficult.
We have naturally taken your comment on board and are now reviewing it to ensure that it does not come across as hard selling from our reception team.
Worth mentioning that we very frequently conduct pricing surveys in the markets in which we operate hotels, and in the case of Marrakech I can assure you that our Food and Beverage prices are indeed in line with the competition of the same category, meaning the luxury boutique hotels, in fact we are rather on the low side, especially when one considers the quality of the culinary experiences that guests experiences in our restaurants, here It is worth clarifying that in Middle East and North African Countries there is a high tax on (alcoholic beverages) which obliges the hotels in that part of the world to practice the current prices in the market and which are substantially higher than in Europe. And again here in comparison to our competitive set we are very much in line and always on the lower side of the spectrum.
Once again, I thank you for your comments and look forward to the pleasure of welcoming you in the not too distant future, once you decide to book again, please contact me or my personal assistant in person and we will be happy to consider an upgrade to the next category and where you also experience our new season menus in both Maroliano and La Pergola
Karim El Ghazzawi
President & CEO
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.